With all honesty, if you ask me, my experience with most companies from China-in relation to Support- has always been fast and super satisfactory no matter the raised case or sensitivity of the impact to users. I have always felt comfortable running their gear and gives some sort of confidence in not having prolonged outages no matter the reasons( engineer inexperienced, not knowledgeable)
On Thu, 7 Mar 2024 at 09:49, Saku Ytti <s...@ytti.fi> wrote: > On Wed, 6 Mar 2024 at 22:57, michael brooks - ESC > <michael.bro...@adams12.org> wrote: > > > Funny you should mention this now, we were just discussing (more like > lamenting...) if support is a dying industry. It seems as though vendor > budgets are shrinking to the point they only have a Sales/Pre-Sales > department, and from Day Two on you are on your own. Dramatic take of > course, but if we are speaking in trajectories.... > > My personal experience extending in three different decades is that > there is no meaningful change in support quality or amount of issues > encountered. > > Support quality has always been very modest, unless you specifically > pay to have access to named engineers. And this is not because quality > of the engineers changes, this is because vast majority of support > cases are useless cases, and to handle this massive volume support > tries to assume which support cases are legitimate problems, which are > PEBKAC and in which cases the user already solved their problem by the > time you read their ticket and will never respond back. The last case > is so common that every first-line adopts the strategy of 'pinging' > you, regardless how good and clear information you provide, they ask > some soft-ball question, to see if you're still engaged. > Having a named engineer changes this process, because the engineer > will quickly learn that you don't open useless cases, that the issue > you're having is legitimate, and will actually read the ticket and > think about the problem. > > To me this seems an inevitable outcome, if your product is popular, > most of its users are users who don't do their homework and do not > respect the support line's time, which ends up being a disservice to > the whole ecosystem, because legitimate problems will take longer to > fix, or in case of open source software, authors just burn out and > kill the project. > > What shocks me more than the low quality support is the low quality > software, decades pass along, and everyone still is having > show-stopper level of issues in basic functions on a regular basis, > the software quality is absolutely abysmal. I fear low software > quality is organically market-driven, no one is trying to make poor > NOS, it's just market incentives drive poor quality NOS. When no one > has high quality NOS, there is no reason to develop one, because most > of your revenue is support contracts, not hardware sales, and if the > NOS wouldn't be out-right broken needing to be recompiled regularly to > get basic things working, lot of users might stop buying support, > because they don't need the hand-holding part of it, they just need > working software. > This is not something that vendors actively drive, I'm sure most > companies believe they are making an honest attempt to improve > quality, but it is visible in where investments are put. One vendor > had a very promising project to take a holistic look into their NOS > quality issue, by senior subject matter experts, this project was > killed (I'm sure funding was needed somewhere with better returns), > and the responsible senior person went to Amazon instead. > > > > > > > > > > > > > michael brooks > > Sr. Network Engineer > > Adams 12 Five Star Schools > > michael.bro...@adams12.org > > :::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: > > "flying is learning how to throw yourself at the ground and miss" > > > > > > > > On Wed, Mar 6, 2024 at 11:25 AM Pascal Masha <pascalma...@gmail.com> > wrote: > >> > >> Thought about it but so far I believe companies from China provide > better and fast TAC responses to their customers than the likes of Cisco > and perhaps that’s why some companies(where there are no > restrictions)prefer them for critical services. > >> > >> For a short period in TAC call you can have over 10 R&D engineers and > solutions provided in a matter of hours even if it involves software > changes.. while these other companies even before you get in a call with a > TAC engineer it’s hours and when they join you hear something like “my > shift ended 15 minutes ago, hold let me look for another engineer”. WHY? > Thoughts > > > > > > This is a staff email account managed by Adams 12 Five Star Schools. > This email and any files transmitted with it are confidential and intended > solely for the use of the individual or entity to whom they are addressed. > If you have received this email in error please notify the sender. > > > > -- > ++ytti >
